Application Support Engineer

Job Qualifications:

• Bachelor's degree in Computer Science, Engineering, IT, or a related field, or other degrees with substantial relevant experience.
• At least (3) years of experience in computer programming, analysis and troubleshooting application. (Non-negotiable)
• Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management. (Non-negotiable)
• Must have .NET experience (Non-negotiable)

Duties and Responsibilities:

1. Incident Management

2. Receives incidents from L2 Application Support for resolution and support; works continuously with them to gather information for incident resolution.

3. Performs deep analysis and investigation of incidents received from L2 Application Support.
4. Diagnoses faults and determines if new incidents are related to known errors or existing incident records.
5. Consults with Immediate Superior regarding the incident and business domain processes.
6. In case of P1 incidents, diagnoses and identifies the root cause and provides a workaround or solution to resolve the incident quickly.
7. Available after working hours for resolving P1 incidents.
8. Communicates directly with end customers for additional incident information.
9. Contributes to the knowledge base for continuous process improvement in Application Support.

2. Problem Management

• Identifies and reports potential problems to the Problem Manager for review.
• Reviews, analyzes, and investigates the problem to identify its root cause and provide corrective actions or preventive solutions.
• Consults with Immediate Superior regarding the problem.
• Creates and documents root cause analysis, workarounds, and corrective/preventive actions.
• Implements corrective/preventive actions to resolve the problem.
• Verifies that the implemented action addresses the root cause and ensures no new incidents arise.
• Provides updates to the Problem Manager and Immediate Superior on the outcome of implementations.

3. Change Management

• Identifies incidents or problems that require a change request to resolve the issue.
• Understands and analyzes business processes to enhance and clarify change request requirements.
• Evaluates change requests for feasibility, time requirements, compatibility, and system dependencies.
• Consults with Immediate Superior or communicates with end users to clarify change request requirements.
• Ensures best practices are followed in all projects.
• Converts change request requirements into detailed instructions and logical steps for coding.
• Codes computer programs following standard coding procedures and performs unit testing.

4. Customer Service

• Manages customer relationships, ensuring high-quality service and customer satisfaction.
• Assists users in resolving major and complex problems with computer programs.
• Assists in knowledge transfer during project turnover.
• Proactively provides updates to customers on the progress of initiatives.

5. Administrative

• Understands and complies with CMMI standards of the organization.
• Maintains and updates daily monitoring of service deliverables.
• Prepares and submits required reports.
• Can conduct technical assessments of applicants.

6. Teamwork

• Consults with Immediate Lead for guidance, work and performance details, career development, and raises issues, concerns, or suggestions for personal/team improvement.
• Ensures continuity of service by flexibly adjusting to assist other team members.
• Assists in knowledge transfer during project turnover.

7. Learning and Development

• Expands knowledge on business processes and IT-related information.
• Stays up-to-date with current technology, systems information, problems, changes, and updates relevant to the team.
• Provides help or conducts training for Application Support members and Analyst Programmers on technical expertise.

8. Performance of Other Tasks

• Performs other tasks as assigned.